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Conditional call forwarding BROKEN

Good Citizen / Bon Citoyen

For the people that were affected by the March 2023 outage, they can no longer use the conditional call forwarding codes: when you enter the code, it says “unknown request error”. 

When can this be fixed?


Good Citizen / Bon Citoyen

This doesn't appear to work on lines that haven't been converted to VoLTE yet.  The error messages remain the same.

@frankysplace   in the end you still leave your voice back to 3G?

I think Support can fix it from the system side

Good Citizen / Bon Citoyen

Hear how I got my You Mail to work after being upgraded to VoLTE on my iPhone 8 Plus. In settings go to cellular. Then cellular data options, tap voice and data and select 3G. Then reset your iPhone or toggle airplane mode switch on/off. Then, this for the the Toronto You Mail forwarding number. You can replace with your local You Mail forwarding number. Dial this number in your dialer *004*6476941780*30#. You can set the number of rings by setting the time in seconds. I chose 30 sec *30 After that set your data options back to LTE and reset your iPhone. I think the issue is these are gsm codes thus they only work if you are on the 3G network. I have confirmed that you can only call forward conditional when VoLTE is disabled. Once you re-enable it. It will revert back to your default voice mail system. To enable LTE remember to toggle the airplane mode switch on/off.

Good Citizen / Bon Citoyen

Yeah, unconditional still works.  Conditional to PM VM still works on the back-end but can't be changed by users.


The call-forwarding screen should not appear blank like this even though PM voicemail is enabled:



Good Citizen / Bon Citoyen

They know this affects most if not all customers.  Since few actually use conditional call forwarding it's not being noticed by many.  But they know, and according to Level 2 support their back-end systems team is working on the solution.  Tech said they (back-end) are a bit puzzled by where the cause is.


Although this isn't that important to most, it's still a large group of customers given that it's apparently all of Telus. 


re VoLTE, tech mentioned that it's been turned on for PM, but not yet enabled for *most* customers.

I guess it's all less for less. So you got yer volte...well then we'll be having back that call forwarding ha ha ha take that you cheap customers.

@hTideGnow wrote:

HI @Nezgar   you have a ticket with CS agent? did they reply you ?  

I do from my VoLTE enablement, and the conditional forwarding issue was a secondary concern that they didn't seem aware of yet on Friday but said they'd escalate it internally if needed and that's what prompted my to post asking for others to test. So I will reply back to them soon with the links to a couple threads here showing that others are having the same issue, not just me.

HI @Nezgar   you have a ticket with CS agent? did they reply you ?  

"unconditional" call forwarding still works for me, it's just the "conditional" forwards, which are "locked in" to the default voicemail service, even though they appear to be not set from the forwarding screen, or when querying by dialing the codes *#61#, *#62#, or *#67#, and trying to set them results in an error.


"unconditional" forwarding works, and can be set and cleared at will via the phone menu, or via *21/##21#


[My line is post VoLTE conversion]. Back of my mind is thinking this may be the new permanent way the service works, and they may just give up and claim you can't anymore because call forwarding wasn't really an advertised capability of the plans... (Though they give comprehensive instructions how to do so in the help articles...)

So I finally tested call forwarding what with the prior conversation with another customer @Williamlu1166 and indeed call forwarding isn't settable in the dialer. At least unanswered. I don't have volte either. Unlike that other customer it doesn't consume a minute when it does in fact end up dropping to voicemail. The no answer dial code also doesn't work.

Good Citizen / Bon Citoyen

Just received a call (on March 19) from Tier 2 Telus support.  According to them it's a nation-wide issue affecting all Telus brands.  They're working on a solution.  They will send out a mass notification once it's resolved.  

PM customer support can't change anything on our accounts to fix this, so no further point in getting trouble tickets. 

Good Citizen / Bon Citoyen

Yup Apparently.  Network (Mis)programming/coding error

Good Citizen / Bon Citoyen

They called again…apparently a system wide issue , all brands including Telus and Koodo, and they are trying to figure out how to fix to restore call forwarding including  conditional call forwarding for all customers. 

Good Citizen / Bon Citoyen


Good Citizen / Bon Citoyen

PM said the in phone app settings will also not work as they simply send those same codes to the network in the background, and the issue is that their network is now having trouble interpreting those codes.  

Thanks @___   for the update.


So, at least now we know it is a problem with all brands, not just us  

Good Citizen / Bon Citoyen

None are working. PM called me and said that the voice update they did caused the call fwd to stop working across all brands (Telus, PM, Kodoo) for some users who got the update… they are trying to fix for all they said. …date TBD. 


[ok ............ Luddite]

@Word-Nerd  there is no update will send to your phone.  Any update we are talking about here would be just a system wide update on the system side, not on your phone


PM can refresh your account if there is an issue, but it is a process as requested


the only "update" it might happen is on iPhone, Carrier profile.  But it is more a setting for your phone, like those APN settings.   The carrier update are usually pushed or pulled by your phone automatically.  But this is not somthing you can stop or you can go back to older version


You were using the phone for text only/.  You likely not affected by the whole issue as it was affecting voice only

Great Citizen / Super Citoyen

   Would it be correct to infer from what the customer who posted the original comment wrote : that “ still works if you didn’t get the refresh update” that these service problems were caused by a system update?

   My Public Mobile phone is used almost exclusively for text messages and receiving calls and very rarely for connecting to the internet (with a secure connection at school).

   Can such “system updates” (or “refresh updates”, as the original commenter called them) be installed on a phone when it is not connected to the internet?

   If not, will such updates be forced on the phone’s operating system later, if it is connected to the internet (for a brief period of time)?

Can a customer set the phone (or account) so that such updates are blocked (from being installed on a phone) unless and until the customer consents (grants permission)? If so, how does one set these permissions?

   The system crash which began on Wednesday (and was fixed by the late evening of Friday) may have done something negative to my account here, but that will be documented in another post tomorrow or Tuesday, when I have more time.

   Thank you in advance for any answers to the questions posed above. Your help is appreciated.

hi @Word-Nerd thr problem was only with voice, started on Wed.  It was fixed late Friday night but some still experiencing some voice issue


So far, text and data are not affected 

Great Citizen / Super Citoyen

   Don't have much time right now, so I will just post this quickly and check later for a response.  My P. M. phone is used infrequently (compared to how much most people use a phone) and almost entirely for text messages. 

   Was there a system wide service outage yesterday?  What date and time did it begin?  What time was service restored? 

  Please indicate what time zone you are using to indicate the times.

  If it didn't occur yesterday, what date did it begin and end?

  Thank you for your help. 

@izzybee   PM agent might have to refresh your account on their end.


Have you open a ticket with them yet?  If not, please do so now


1. Please open ticket via Chatbot (need access to My Account): At

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply to you there


Good Citizen / Bon Citoyen

My phone isnt working at all. I can't make or receive calls. This is a serious problem and I cant get help

Codes are so yesterday.  Apps have settings that are much more user friendly.  

Interesting...  Normally dialing ##004# would reset any conditional call forwards to a voicemail number like @will13am 's screenshot, but to achieve the call forward settings shown by manually programming them, you would dial these codes (if not using the call forwarding menu entries in the phone app)




or all three separately





After programming via any of the above 4 methods, you can (normally) manually query the 3 conditional call forward settings by dialing each of these codes to confirm whether the settings "took":





I'm curious if any/all of these codes no longer seem work, or produce an error when trying... When you use the phone app to set conditional call forwards, these are the codes that it's really sending under the hood to the network anyway...

Dialer is referring to the phone app.  Within the app there should be forwarding settings.  The default is to forward to voicemail for options.    


I was an affected customer yesterday.  I checked the call forwarding settings and they were all turned off.  I set them back to forward to my voicemail.  So looks like whatever account reset was done to correct the calling problem left accounts with forwarding turned off.  This is what it should look like for forwarding to voicemail.  The call forwarding setting is buried in the dialer settings, location depending on which dialer is being used on the phone. 



Hi @___   thanks for the update, it's good they call you back, this does not happen often

let us know when it is resolved.

Good Citizen / Bon Citoyen

okay thanks. I submitted ticket and they even called me, but they can’t figure out  why it stopped working … (it still works if you DIDN’T get the refresh update) 

HI @___   I don't think iPhone has menu to setup conditional forward lke Android, at least I always just use * code on iPhone


I think you need to submit a ticket with PM cs agent 

Good Citizen / Bon Citoyen

okay thanks. I submitted ticket but they don’t know why it stopped working …